How to Dispute a Charge on Your Chase Bank Account

How to start a dispute with Chase

To dispute a charge on your Chase account, contact Chase within 60 days of when the transaction appeared on your statement. You can start the process by phone, through the Chase mobile app, or online through your Chase account. Chase will ask you to describe what happened — whether the charge was unauthorized, the merchant charged you twice, or the amount was wrong — and will assign your dispute a reference number.

The 60-day window is a federal requirement under the Electronic Funds Transfer Act. If you wait longer, Chase may still investigate, but you lose the legal protection that comes with filing within the important date. Mark the date the charge appeared on your statement, not the date you noticed it, because that is what Chase counts.

You do not need to have all the details ready before you call. Chase will walk you through what information they need and may ask you to provide documents later — like receipts, emails from the merchant, or statements showing the error.

Key Takeaways

• You have 60 days from the date a charge appears on your statement to file a dispute with Chase, either by phone, app, or online account.
• Chase will ask you to describe the problem — unauthorized charge, duplicate charge, wrong amount, or merchant error — and will give you a reference number to track the case.
• During the investigation, Chase will typically refund the disputed amount to your account within one to three business days while they look into it.
• The investigation itself takes up to 10 business days, and Chase will send you written results explaining whether the charge was reversed or upheld.
• If you disagree with Chase's decision, you can request that they reconsider, but the outcome rarely changes without new evidence.

What happens after you file the dispute

Once you file, Chase opens an investigation and typically refunds the disputed amount to your account within one to three business days. This is a provisional credit — it is not final. Chase is holding the money while they contact the merchant and review the evidence you provide.

The investigation itself takes up to 10 business days. During that time, Chase will ask the merchant for their records of the transaction. If the merchant cannot prove they delivered what you paid for, or if they confirm the charge was an error, Chase will make the refund permanent. If the merchant provides proof of delivery or a valid reason for the charge, Chase will remove the provisional credit and you will owe the amount again.

Chase will send you written notice of the outcome, including the reason for their decision. This notice will come by mail or through your online account, depending on how you filed the dispute.

Types of disputes Chase handles

Chase handles four main categories of disputes. An unauthorized charge is one you did not make and did not permit — someone used your card number or account without your consent. A duplicate charge is when the merchant charged you more than once for a single purchase. A billing error is when the amount charged does not match what you agreed to pay or what the receipt shows. A merchandise or service not received dispute is when you paid but the merchant never delivered what you ordered.

Each type requires slightly different evidence. For an unauthorized charge, Chase will ask whether you reported the card lost or stolen and when. For a duplicate charge, they will want to see both transactions on your statement. For a billing error, bring the receipt or confirmation email showing the correct amount. For non-delivery, provide the order confirmation and any communication with the merchant about when the item would arrive.

If the dispute does not fit these categories — for example, you changed your mind about a purchase or the item was damaged — Chase may still investigate, but the merchant has a stronger defense and you are less likely to win.

Documents Chase may ask for

Chase will tell you what documents they need based on the type of dispute. For most disputes, they will ask for at least one of the following: a copy of your statement showing the transaction, the merchant's receipt or invoice, a confirmation email from the merchant, correspondence between you and the merchant about the problem, or proof that you reported a lost or stolen card.

You can upload documents through your Chase account online or mobile app, or mail them to the address Chase provides in their dispute letter. If you mail documents, send them certified mail so you have proof of delivery. Keep copies for yourself and note the date you sent them.

Do not send original documents — always send copies. Chase will keep the documents in your dispute file, and you may need the originals if the dispute goes to arbitration or if you file a complaint with your bank regulator.

What to do if Chase denies your dispute

If Chase decides the charge was valid and closes your dispute, you can request reconsideration within 10 days of receiving their decision. Send a written request to the address on the dispute letter, explain why you disagree with their finding, and include any new evidence you have found. New evidence is important — if you submit the same documents again, Chase will likely reach the same conclusion.

If Chase reconsiders and still denies the dispute, you have other options. You can file a complaint with the Consumer Financial Protection Bureau (CFPB), which will forward it to Chase and require them to respond. You can also contact your state's banking regulator or the Office of the Comptroller of the Currency (OCC), which oversees national banks including Chase. These agencies do not reverse Chase's decision, but they can investigate whether Chase followed the law.

If the amount is large enough, you may also consider small claims court or hiring an attorney, though most disputes are under $1,000 and those routes are not practical.

How to prevent disputes in the first place

Review your Chase statement every month, either online or by mail. Many disputes are caught weeks after the charge because the cardholder did not look at their statement. Set up transaction alerts through the Chase app so you get a notification every time a charge posts — this lets you spot errors or unauthorized charges when ready.

Keep receipts from in-person purchases and confirmation emails from online purchases. If a dispute arises later, you will have proof of what you agreed to pay. For recurring charges — subscriptions, gym memberships, insurance — check that the amount stays the same each month and cancel if you no longer use the service.

If you lose your card or suspect fraud, report it to Chase right away. The sooner you report it, the sooner Chase can freeze the card and prevent further unauthorized charges. You can call the number on the back of your card or use the Chase app.

Frequently Asked Questions

Can I dispute a charge more than 60 days after it appears on my statement?

Chase may still investigate after 60 days, but you lose federal protection under the Electronic Funds Transfer Act. Without that protection, Chase has more discretion to deny the dispute. The 60-day important date is firm for getting the strongest legal protection, so file as soon as you notice the problem.

Will I get my money back while Chase investigates?

Yes. Chase will usually refund the disputed amount within one to three business days of opening the investigation. This is a provisional credit, meaning it is not final — if Chase decides the charge was valid, they will remove the credit and you will owe the amount again.

What if the merchant says they already refunded me?

Tell Chase about the refund when you file the dispute. If the merchant issued a refund but it has not appeared in your account yet, Chase will pause the investigation while you wait for the refund to post. Once it does, you can withdraw the dispute. If the refund never arrives, Chase will continue investigating the original charge.

Do I have to pay the disputed charge while the investigation is ongoing?

No. Once you file a dispute, you do not have to pay the amount while Chase investigates. If Chase decides in your favor, the charge stays reversed. If Chase decides against you, the amount will be charged back to your account after the investigation closes.

How long does a dispute investigation take?

Chase has up to 10 business days to investigate and send you written results. In practice, many disputes are resolved faster — sometimes within a few days — if the merchant quickly confirms or denies the charge. You will receive written notice of the outcome by mail or through your online account.